Customer Services Team Leader

University of Fort Hare; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job description

Our client is seeking multiple roles across customer service, marketing, data, payroll, sales, and student support. The postings share a common emphasis on customer-centric service, team leadership, and operational excellence. Below is a refined, consolidated version that preserves the original information while applying clean, tag-based formatting with clear sections.

Overview

Roles include Customer Service Leader, Zendesk Administrator, Marketers/Student Advisors, SETA Executive, Collections/Payroll/Debtors & Creditors Clerk, Data Co-ordinator, Ecommerce Executive, Customer Success Operations Manager, and Sales/Outbound roles. Each position requires a focus on delivering exceptional service, collaborating with cross-functional teams, and driving process improvements. Some roles specify location (e.g., South Africa, Bellville) and salary/benefits where provided.

Customer Service Leader

Responsibilities:

• Provide timely and quality responses to customer complaints and escalations across all channels.
• Embed a customer-centric approach in processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints handling and customer service skills.
• Contribute to a positive team culture and motivate staff toward performance targets.
• Monitor team performance and ensure adherence to quality metrics.

Must haves:

• Zendesk experience
• 4 years management/team leader experience on an online retail campaign
• E-commerce customer service experience (required)
• Complaint handling experience (essential)
• Marketplace experience (eBay, Amazon, TikTok)
• Social media experience

Zendesk Administrator

Responsibilities:

• Configure, customize, and manage Zendesk (Support, Guide, Talk, and modules).
• Develop and maintain workflows, automations, triggers, and macros.
• Manage roles, groups, and permissions with accuracy and compliance.
• Monitor system performance and provide user support.
• Build dashboards to track service levels and KPIs.
• Collaborate with internal teams to align platform usage with business objectives.
• Provide user training and promote best practices.
• Stay up to date with Zendesk releases and recommend enhancements.

Requirements:

• Proven experience as a Zendesk Administrator or similar
• Strong understanding of customer support processes and ticketing systems
• Experience configuring automations, workflows, and dashboards
• Knowledge of API integrations (desirable)
• Analytical, problem-solving, and organisational skills
• Strong communication and training abilities
• Zendesk certifications advantageous

Marketers / Student Advisors

Key Responsibilities:

• Market the institution to scholars and schools; promote the brand
• Answer queries from scholars interested in attending
• Assist student advisor with walk-ins and calls
• Create innovative marketing platforms
• Keep ahead of tertiary education trends
• Attend corporate visits and career expos

Requirements:

• Matric or degree; 3–5 years in sales/marketing/student recruitment
• Experience in educational environments advantageous
• Valid driver’s license

Skills & Competencies:

• Excellent verbal/written communication
• Public speaking and presentation skills
• MS Office/Zoom/Teams proficiency
• Strong sales drive and organizational skills
• Adaptable and results-focused

SETA Executive

Core Responsibilities:

• Develop and manage SETA relationships across sectors
• Submit proposals for Discretionary Grant calls
• Align programmes with SETA frameworks and skills gaps
• Partner with corporates and SDFs to drive funding
• Represent the school at SETA forums and events
• Develop and accredit programmes with bodies like QCTO/SETA

Required Competencies:

• Understanding of SETA structures, WSP/ATR, PIVOTAL and discretionary funding
• Proposal/submission capability
• Project management and reporting of funded training
• Stakeholder and SDF engagement

Qualifications & Experience:

• Degree in Skills Development, HR, or related field
• 3–5 years SETA liaison/funding submissions
• Strong SETA/SDF network

Collections / Payroll / Data & Systems

Collections

• Collections agents to collect overdue amounts on different mandates
• Reach out to debtors, arrange payment plans and settlements
• Track payments and maintain records
• Provide professional, empathetic debt collection and meet targets

Payroll / Debtors & Creditors Clerk

• Pastel Payroll & QuickBooks experience
• FNB Business Online familiarity
• 2–3 years payroll/bookkeeping experience
• Strong attention to detail and ability to work independently
• Knowledge of SARS submissions

Data Co-ordinator

Overview

• Role managing CRM data, supporting sales campaigns, and driving data-led strategies
• CRM system: Salesforce; strong Excel skills; cross-team collaboration

Key Responsibilities:

• Maintain Salesforce data quality
• Build custom contact datasets with sales
• Advanced Excel tasks and data analysis
• Identify and fix data errors and duplicates
• Support data-driven strategies and reporting

What We Are Looking For:

• 1 year experience in a similar role
• Strong Excel skills
• Knowledge of Salesforce or other CRM platforms
• Attention to detail; problem-solving and communication

Ecommerce Executive

Overview

• Manage and optimise product listings across marketplaces (Amazon, TikTok Shop, Temu, Shein)
• Execute digital marketing campaigns (SEO, PPC, social)
• Support platform management (Amazon, Shopify, TikTok, Shein, Temu)
• Handle imagery/data for platforms; analyse performance

Requirements:

• 2+ years in ecommerce product listing/optimisation
• Proven visibility/sales growth
• Proficiency with Helium 10 and Amazon Brand Analytics
• Strong copywriting for product descriptions
• Experience with TikTok Shop and emerging platforms a plus

Customer Success Operations Manager

Overview

• Lead client response and admin teams in SA; support UK clients
• Drive operational excellence and client satisfaction

Key Responsibilities:

• Recruit, set targets, build high-performance culture
• Provide tools and training to maximise client success
• Conduct performance reviews and development plans
• Maintain quality standards across client interactions
• Collaborate with UK teams on escalations
• Manage client accounts and identify upsell opportunities
• Develop KPIs and use data to improve support
• Implement process improvements
• Deliver training programs

Requirements:

• Bachelor’s degree in Business/Management or related field (preferred)
• Proven Customer Success experience with team management
• Strong leadership, communication, and analytical skills
• CRM and MS Office proficiency; UK multinational experience advantageous

Benefits:

• Various leave and insurance benefits; pension; learning access

Sales & Other Roles

Overview

• Bellville outbound sales consultants for long-term insurance products; salary R13,000 plus commissions
• Requirements include Matric, 2 years outbound call centre sales, bilingual in English and another SA language
• Accounts and load handling for various sales roles (mobile contracts, etc.)

Important Note: This document consolidates multiple roles with similar markets and recurring requirements (customer service, sales, data, administration). Each posting retains its core responsibilities, requirements, and benefits as described above. Applicants should review the specific role and location in the original posting when applying.